Helpdesk Technician Level 2

About the role

We are seeking a highly skilled Tier 2 level Helpdesk Technician to provide technical support and customer service to our staff members. The ideal candidate will have excellent interpersonal, oral, technical, and written communication skills, as well as the ability to extract information from end-users to resolve network, server, and computer-related hardware/software issues.

Responsibilities

• Provide technical support for Windows, Mac OS, iOS, and Android OS, scanners, local and network devices, web, and IP cameras, tablets, printers, Bluetooth devices and more.
• Provide technical support for Virtual PCs, including 10zig workstations connected to Citrix and/or other virtual platforms.
• Create, modify, & close tickets as required using Jira for problem/issue tracking.
• Create documentation for guidance on break/fix issues using confluence.
• Interact, troubleshoot, and navigate within a network and server environment.
• Escalate tickets to System and Network Administrators as needed.
• Provide support and training for Microsoft Office O365 Suite including Word, Excel, Outlook email, calendaring, and delegation.
• Provide Support for Hardware and Software Installation, Maintenance and Licensing.
• Provide support for Maas360 (MDM) via IOS, Android mobile device Management.
• Maintain Security Protections against vulnerabilities via Microsoft patching, application, and firmware updates.

Requirements

• Comp